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Refund Policy

Effective Date: 11/1/2025

At True North HVAC, we strive to provide high-quality HVAC services to our customers. If you are not completely satisfied with our services, we are committed to resolving the issue in a fair and timely manner. Please review our refund policy below to understand how refunds are handled.

1. General Policy

We aim to deliver top-quality HVAC installations, repairs, and maintenance services. However, if you are not fully satisfied with the service we provide, we will work with you to address any issues. Refunds are typically only offered in specific situations, as outlined below.

2. Refund Eligibility

Refunds may be issued in the following cases:

  • Installation Services: If you are unsatisfied with a new HVAC installation due to workmanship issues or if the system is not operating as promised under the terms of our agreement, we will address the issue at no additional charge. If we cannot resolve the issue, a refund may be considered.

  • Repair Services: If the HVAC repair does not resolve the issue or if the problem recurs within a reasonable period (e.g., 30 days) after the service, we will re-evaluate the situation. If we determine the service was not completed properly, we may offer a partial or full refund for the repair costs.

  • Maintenance Services: For routine maintenance services, we will refund the cost if you feel the service was not performed as described or if a problem arises shortly after maintenance that could have been avoided with proper attention.

3. Non-Refundable Services

Certain services may not be eligible for a refund, including but not limited to:

  • Diagnostic Fees: Any charges related to diagnostics or service calls are non-refundable, as these charges cover the time and expertise of our technicians to assess the problem.

  • Custom Orders: If we order specific parts or equipment that are custom or made to order, these items are non-refundable unless the items are defective or damaged upon receipt.

  • Change of Mind: If you change your mind after an installation, service, or repair has been completed, we may not be able to offer a refund, as the work is already performed. However, we may offer to redo or adjust the work to meet your needs, depending on the situation.

4. Refund Process

To request a refund, please follow these steps:

  1. Contact Us: Call or email our customer service team at 423-482-2007 or hello@thetruenorthhvac.com within [30 days] of the service date. Provide your receipt, invoice number, and a description of the issue you are experiencing.

  2. Inspection: We may ask to inspect the work or service performed to assess the situation and determine if a refund is warranted. We may also offer a resolution such as rework or further repairs.

  3. Resolution: If we determine that a refund is appropriate, we will process the refund within 3 business days. Refunds will be issued via the same payment method used for the original transaction, unless otherwise agreed.

5. Warranty

For installations, we provide a 2-year warranty on labor and the equipment warranty is deferred to the manufacturer. While we make every effort to assist our customers in registering their equipment, please ensure your unit is registered with the manufacturer to be entitled to full warranty benefits. If an issue arises that is covered under warranty, we will fix the issue at no additional charge. This warranty is not a guarantee of a refund, but it offers you peace of mind regarding the quality of our work.

6. Limitations

  • Refunds are only applicable to work completed directly by True North HVAC and do not extend to third-party services or equipment that we may have recommended.

  • Refunds are not available after 30 days from the original service date, unless required by law.

  • We reserve the right to refuse refunds in cases of misuse, fraud, or abuse of the system.

7. Contact Us

If you have any questions or concerns regarding our refund policy, please contact our customer service team at:

True North HVAC
404 S Roan Street

Johnson City, TN 37601
Phone: 423-482-2007
Email: hello@thetruenorthhvac.com

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